National Account Manager

HM Land Registry

Apply before 11:55 pm on Sunday 24th October 2021


Reference number



(Croydon £37,290)


Higher Executive Officer

Contract type


Business area

HMLR - Operations - Customer Division

Type of role

Administration / Corporate Support
Operational Delivery

Working pattern

Flexible working, Full-time, Part-time

Number of posts



Birkenhead, North West, CH41 6DU : Croydon, London, CR0 2AQ : Coventry, West Midlands, CV1 3BH : Durham, North East, DH1 5TR : Weymouth, South West, DT4 9TT : Gloucester, South West, GL1 1DQ : Kingston upon Hull, Yorkshire and the Humber, HU2 8JN : Leicester, East Midlands, LE3 5DR : Nottingham, East Midlands, NG1 7AU : Peterborough, Eastern, PE1 1QF : Plymouth, South West, PL6 5WS : Preston, North West, PR4 1TE : Swansea, Wales, SA7 9FQ : Telford, West Midlands, TF3 4LR

About the job


HM Land Registry plays an important role in the property market, underpinning property ownership worth over £7 trillion across England and Wales. Our ambition is to become the world’s leading land registry for speed, simplicity and an open approach to data.

To support the HM Land Registry Business Strategy 2017-2022, we have our customers’ needs at its heart and grounded in our values. You will ensure that our decisions are always based on an understanding of our customers’ needs and their expectations, enable us to be more efficient and effective, support our customers with expert people who are committed to providing a brilliant, joined-up customer service and provide quicker and simpler services.

As National Account Manager, you will be able to work a minimum of 30 hours per week. Your role is to build and manage customers relationships, utilising digital tools and customer engagement aids. You will be office based and will support the improvement and overall quality of customer applications, enhancing the customer experience.

Key benefits:
This a great opportunity for development and a career path within the Account Management team. There will be a programme of coaching and training including the opportunity to gain a Key Account Management diploma.

Job description

Your role will involve managing a portfolio of customers where 90% of engagement will be at desk through digital and telephony channels. Aligned to the HM Land Registry business strategies and delivery of the customer charter.

You will have a portfolio of customers that you will engage regularly with, being proactive in increasing HMLR's product uptake, onboarding customers for automation of application process and being responsible for delivering on expectation maximum capacity usage of digital tools across a customer's organisation.

You will proactively communicate and share information on HMLR's strategic developments and activities with your portfolio of customers, whilst gathering customer and market insight. You will produce regular reporting on your customer's performance and be proactive in your approach to address any customer issues.

You will engage with internal stakeholders, analysing information and recognising trends, anticipating issues to improve the overall customer experience.

You will be required to contribute to account management and customer policy development, recording all customer engagement through HMLR's CRM system.

Please see the full job description within the attached candidate pack.


To be successful in this role you will be able to demonstrate that you are proactive in your approach, when building professional customer and stakeholder relationships delivering an exceptional level of customer service. You can proactively deliver to expectation identifying potential business opportunities. You will be used to working under pressure and delivering effective results.

You will have experience of identifying customer problems and recognising themes, with the ability to interpret data that will evidence a need for service improvement. You will be able to add value to the customer processes and have experience of developing robust engagement rhythms. You will be used to planning and working within a CRM system, where all customer activity will be tracked.


We'll assess you against these behaviours during the selection process:

  • Seeing the Big Picture
  • Communicating and Influencing
  • Making Effective Decisions
  • Working Together

Technical skills

We'll assess you against these technical skills during the selection process:

  • • Use of digital communication channels
  • • CRM management for customer activity


A great place to work
HM Land Registry is a vibrant place to work with sport and social events and a variety of clubs. We offer flexible working to help you achieve a work-life balance that works for you and us.

Where difference is celebrated
We’re committed to fairness and equality for all, so you feel valued for who you are and what you do. Diversity fuels our innovation. Our shared values help us work together, to benefit the communities we serve.

Our employee diversity networks support our culture of inclusion and contribute to our diversity action plan. Our current focus is to encourage people from under-represented groups into management and leadership roles, especially people with disabilities, women and ethnic minority colleagues.

HMLR offers very competitive terms, conditions and benefits. We provide excellent opportunities for career progression, training and development. You will have access to Civil Service pension and benefits arrangements and generous leave allowances, as well as flexible working – exactly what you would expect from a progressive employer.

Working for Land Registry

Things you need to know


Successful candidates must pass a disclosure and barring security check.
People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths, Experience and Technical skills.
To apply please copy and paste your CV into the online application form, detailing your qualifications and work history.

You will then be asked to complete two 250 word technical boxes which should be used to demonstrate how you meet the essential technical criteria as follows:
• Use of digital communication channels
• CRM management for customer activity

In the event of high volume of applications the technical criteria may be used as the lead sift criteria

The Statement of Suitability section (in no more than 750 words) should be used to outline your skills and experience for the role and detail how you meet the essential experience criteria listed below. You may wish to bullet point/list your statement to match the criteria.
• Experience of building strong multiple customer relationships to identify potential opportunities and managing those opportunities to deliver effective results across the portfolio.
• Experience of developing robust engagement rhythms with portfolio customers in your relationship planning. Agree customer action plans that will add value for the customers processes.
• Identifying customer problems and recognising themes through a portfolio of customers

The sift will take place shortly after the closing date and if successful, you will be invited to attend a blended interview via video link.

The blended interview will test the experience and behaviours listed in the job description, as well as the strengths associated with the role. We want to hear your first, unrehearsed, natural response to strength questions, and so we don’t advertise which strengths are being tested.

Please review your application form before clicking ‘submit’ – once you have submitted, you will not be able to amend your application. Ensure your application form is received by the closing date for receipt of applications – this is 11:55pm on the advertised date.

If you would like further information about the use of your personal data, please click on the link below:
Job Applicant Personal Information

Any move to HM Land Registry from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at

Where an individual taking up the responsibility will be based in Swansea Office, the ability to speak Welsh is desirable

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :
Name :  Allison Garfoot
Email :
Recruitment team :
Email :

Further information

If you feel your application has not been treated in accordance to the Recruitment Principles and you wish to make a complaint, please email in the first instance. If you are not satisfied with the response you receive from HM Land Registry then you may take your complaint to the Civil Service Commission:

Share this page